127: Don't Lose Yourself with Thomas Eastlack

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127: Don't Lose Yourself with Thomas Eastlack

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After a stretch of inconsistency, Ryan kicks off 2026 with a simple promise: the show is back, and the conversations are the fuel. In this in-person episode, he sits down with Thomas Eastlack, a familiar face at Yavapai College who recently moved from the IT service desk into a newly created role supporting HR technology.

Thomas unpacks the shift from reactive “break/fix” work to proactive systems thinking—ticketing workflows, website iteration cycles, chatbot training, and the early push toward cloud-first habits. But the heart of the conversation is service: empathy, trust, and the mindset that keeps support work human even when the calls are repetitive. It’s also a candid look at imposter feelings, decision-making pressure, and what it means to grow into being “the expert” while staying grounded in who you are.

Topics Discussed

Moving from service desk technician to HR IT lead analyst
Reactive support vs proactive process and systems improvement
Launching an HR ticketing system for routing, automation, and accountability
Website refresh realities: iterations, stakeholders, and “meeting in the middle”
Training and maintaining a website chatbot and early AI exposure
Shifting departments while staying collaborative with central IT
Empathy as a practical support skill (tone, language, and de-escalation)
Avoiding burnout and jadedness when the same problems repeat
Hiring for attitude and service mindset over day-one operational knowledge
Growth, purpose, and why Yavapai College is a place people stay

Connect with Thomas
Email – Thomas.Eastlack@yc.edu
LinkedIn – https://www.linkedin.com/in/thomas-eastlack/

Connect with Ryan
@Ryan_A_Gray
https://www.linkedin.com/in/ryanagray/
ryan@higheredav.com

Voiceover by Chris Dechter

Have feedback or guest ideas? Let us know!

This show is a production of Higher Ed AV Media. Visit www.HigherEdAV.com for fresh content every day!

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